References

• 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
• 2005Statistical Analysis of a Telephone Call Center804 cited
• 2004An Annotated Bibliography of Personnel Scheduling and Rostering460 cited
• 2003IMPACT OF POS DATA SHARING ON SUPPLY CHAIN MANAGEMENT: AN EXPERIMENTAL STUDY298 cited
• 2005A Staffing Algorithm for Call Centers with Skill-Based Routing251 cited
• 2001Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands223 cited
• 2004Modeling Daily Arrivals to a Telephone Call Center209 cited
• 2004On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design190 cited
• 1973A Three-Stage Manpower Planning and Scheduling Model—A Service-Sector Example180 cited
• 2001Managing uncertainty in call centres using Poisson mixtures163 cited
• 2005A Method for Staffing Large Call Centers Based on Stochastic Fluid Models158 cited
• 2006Staffing a Call Center with Uncertain Arrival Rate and Absenteeism158 cited
• 2008Interday Forecasting and Intraday Updating of Call Center Arrivals146 cited
• 1999Dynamic staffing in a telephone call center aiming to immediately answer all calls120 cited
• 2007